Call Centre Team Leader

2 days ago

Sydney, New South Wales, Australia MCM House Full time $90,000 - $120,000 per year

JOIN THE MCM HOUSE TEAM – CALL CENTRE TEAM LEADER

At MCM House, we're known for creating furniture that embodies relaxed, timeless Australian living. As our business continues to grow, so does our commitment to delivering exceptional customer experiences—seamlessly, across every channel.

We're looking for a
Call Centre Team Leader
to join our Sydney Head Office team. This role is responsible for leading our local customer service team while overseeing the performance of our offshore call centre team based in the Philippines.

If you're a confident communicator, experienced in customer service operations, and energised by leading people across locations and time zones—we want to hear from you.

WHAT YOU'LL DO

Lead the Local (Sydney-based) Customer Service Team

  • Motivate and support our on-site team to deliver efficient, customer-first service.
  • Handle escalated calls and complex customer issues with professionalism and care.
  • Collaborate with internal teams to drive fast and effective problem-solving.
  • Monitor performance metrics and drive continuous improvement.

Oversee the Offshore (Philippines-based) Team

  • Support recruitment, onboarding, and performance management of our offshore subcontractor team.
  • Design and deliver effective training tailored to offshore needs.
  • Maintain strong cross-location communication and culture.
  • Ensure consistent service levels aligned to MCM House standards.

Systems & Tools

  • Use
    NetSuite
    for CRM and order management.
  • Manage workflows and communications via
    Zendesk
    .
  • Generate insights and reporting to improve service outcomes.

WHAT YOU'LL NEED

  • Minimum 3 years' experience in a call centre leadership role.
  • Experience managing or collaborating with offshore teams—ideally in the Philippines.
  • Proficiency in Zendesk, NetSuite or similar customer service platforms.
  • Strong coaching, communication, and conflict resolution skills.
  • Ability to work across time zones and manage remote relationships.
  • Highly organised and results-driven.

Nice to have (but not essential):

  • Background in retail or e-commerce customer service.
  • Experience with workforce planning and forecasting.
  • Ability to occasional travel to the Philippines (when required).

BENEFITS

  • Leadership Opportunity
    – Take the reins of a growing function with local and offshore influence.
  • Cross-functional Collaboration
    – Work alongside Retail, Digital, Logistics, and Brand teams.
  • Impactful Work
    – Shape the way we deliver service in a high-growth, design-led business.
  • Staff Discounts
    – Enjoy exclusive discounts on our premium furniture collections.
  • Supportive Culture
    – Join a close-knit team that values initiative, ownership, and continuous learning.

WHY JOIN US?

At MCM House, great service is an extension of great design. We believe in hiring people who are not only skilled, but who bring energy, care, and a drive for quality. You'll be part of a business where your work directly contributes to the customer experience—and to our future success.

WE'D LOVE TO HEAR FROM YOU

If you're an experienced team leader looking to make a difference across local and offshore teams, apply now.

Send your CV and cover letter to:

At MCM House, we're committed to diversity and inclusion. We welcome applicants from all backgrounds—please avoid including personal details like age, marital status, or photos in your application.

  • Call Centre Specialist

    3 days ago

    Sydney, New South Wales, Australia Sales Mate Full time $48,000 - $72,000 per year

    About Us: Sales Mate is a sales, marketing and BPO specialist. We bring a wealth of knowledge and experience with more than 20 years of outsourced experience across an extensive range of industries and have partnered with some of the biggest names in Australia.What guides us and defines the Sales Mate brand is simple. We love the products we represent. As...

  • Inbound Call Centre Representative

    2 days ago

    Sydney, New South Wales, Australia Weploy Full time $66,000 - $100,000 per year

    Inbound Call Centre RepresentativeBenefits:Competitive Earnings: Hourly rate of $30.57 super + uncapped commissions. Plus weekend penalty rates also. Equates to 66k package + commissions annually. Annual earnings can go up to 80K-100K with commission structure and incentives + staff discounts.Flexible Work Arrangements: Full time permanent ongoing role,...

  • Call Centre Representative

    3 days ago

    Sydney, New South Wales, Australia Talent Full time $50,000 - $70,000 per year

    Location: Warwick Farm, NSWPay: $34 per hour (contract), with a pathway to permanency.Hours: 38 hours per week, with start times from 8am, 9am or 10am.About The RoleWe are seeking a motivated Contact Centre Representative to join the Customer Care Team of a leading manufacturing organisation. This is an office-based role, supporting our customers and dealers...

  • Team Leader

    5 days ago

    Sydney, New South Wales, Australia Flight Centre Travel Group Full time $60,000 - $100,000 per year

    Absolutely love setting sail on the seas?Have a knack for making travel dreams come true, especially when it comes to cruise adventures?Looking for your next leadership opportunity?Are you set to navigate your career to new horizons? We're currently on the lookout for an exceptional individual to help steer the ship as a Team Leader aboard ourSydney...

  • room leader

    1 day ago

    Sydney, New South Wales, Australia First Academy Early Education Centre Full time $90,000 - $120,000 per year

    Apply to join a team which will support you as you grow in your career as an Early Childhood EducatorFirst Academy is looking for Diploma Qualified Educators for a Room Leader position available for an immediate startRole Responsibilities:Experienced, passionate and committed full or part time Room LeaderEngage in shared, sustained interactions with...

  • Assistant Centre Leader

    2 weeks ago

    Sydney, New South Wales, Australia Pacific Smiles Group Full time $100,000 - $120,000 per year

    Assistant Centre Leader - Full Time | ChatswoodAbove award salary + penalty ratesExcellent leadership opportunity within a respected dental network9-day fortnight available | Ongoing professional development and trainingOur OpportunityWe are seeking a motivated and capableAssistant Centre Leaderto support the management of our high-performingChatswood dental...

  • Contact Centre Leader

    5 days ago

    Sydney, New South Wales, Australia Deloitte Services Pty Ltd Full time $120,000 - $180,000 per year

    Job Requisition ID: 38959 About our teamOur Contact Centre Transformation market offering enables clients to solve real business problems by helping them envision their future, formulate strategy and implement modern customer service solutions to deliver real business benefit. From strategy through to implementation, we help our clients solve complex...

  • Contact Centre Leader

    3 days ago

    Sydney, New South Wales, Australia Deloitte Full time $120,000 - $180,000 per year

    :Job Requisition ID:38959About Our TeamOur Contact Centre Transformation market offering enables clients to solve real business problems by helping them envision their future, formulate strategy and implement modern customer service solutions to deliver real business benefit.From strategy through to implementation, we help our clients solve complex business...

  • Contact Centre Manager

    7 days ago

    Sydney, New South Wales, Australia BINGO INDUSTRIES Full time $80,000 - $120,000 per year

    AtBINGO Industries, we're more than just a recycling and resource management company — we're a movement. Operating acrossQueensland, New South Wales, and Victoria, we deliver intelligent, sustainable solutions across the full waste management supply chain.This is a pivotal chapter in our growth journey. We're looking for passionate professionals who are...

  • Contact Centre Manager

    1 week ago

    Sydney, New South Wales, Australia Bingo Full time $104,000 - $156,000 per year

    At BINGO Industries, we're more than just a recycling and resource management company — we're a movement. Operating across Queensland, New South Wales, and Victoria, we deliver intelligent, sustainable solutions across the full waste management supply chain.This is a pivotal chapter in our growth journey. We're looking for passionate professionals who...